IT Service Desk

Job Title: IT Service DeskLocation: Leeds, UK (Onsite)Job Type: FTCJob Description-Service Desk and Incident ManagementSupervise and coordinate IT service desk operations, ensuring prompt resolution of incidents and service requests according to established SLAs and OLAs.Ensure efficient escalation of unresolved incidents to higher-level support or specialized teams.Maintain a customer-centric approach, ensuring user satisfaction with IT support services.Service Delivery and Performance MonitoringMonitor service delivery to ensure compliance with SLAs and KPIs, and report on service performance to senior managementAnalyze trends in incidents and service requests to identify recurring issues and recommend improvementsSupport continual service improvement initiatives by researching best practices and proposing enhancements to IT services and processesGovernance and ComplianceRegularly review and update IT service management processes to ensure efficiency, cost-effectiveness, and compliance with organizational policies and regulatory requirementsOversee the accuracy and maintenance of configuration management databases (CMDB) and related documentationChange and Problem ManagementAssist in managing changes to IT systems and services, minimizing disruption, and ensuring smooth transitionsParticipate in problem management by helping to identify root causes of recurring issues and implementing preventive measuresResource and Vendor CoordinationAssist in budgeting and resource allocation for technical projects and service deliverySupport the evaluation and management of external vendors and service providers to ensure service quality and contractual complianceTeam Leadership and DevelopmentLead and mentor service desk and technical support staff, fostering knowledge transfer and professional growthArrange and deliver training sessions to ensure the team is equipped with up-to-date skills and knowledgeStakeholder CommunicationServe as a liaison between IT, business units, and external partners to ensure alignment of IT services with business needsCommunicate service status, changes, and incidents effectively to stakeholders#J-18808-Ljbffr…